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Touchpoint

p-ISSN: 1868-6052
e-ISSN: 2940-2778

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Touchpoint - From AI to Synthetic Services

From Service Blueprints to Transformation Blueprints: Adding diagnostic and orchestration layers for AI integration

Sandra Griffel, Charlotte Block

Touchpoint - From AI to Synthetic Services 17 No. 1 (2026)
https://doi.org/10.30819/touchpoint.17-1.10     pp: 50-55     2026-04-20

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Griffel, S., & Block, C. (2026). From Service Blueprints to Transformation Blueprints: Adding diagnostic and orchestration layers for AI integration. Touchpoint - From AI to Synthetic Services, 17 (1), 50-55. doi:10.30819/touchpoint.17-1.10
@article{Griffel_2026,
doi = {10.30819/touchpoint.17-1.10},
url = {https://doi.org/10.30819/touchpoint.17-1.10},
year = 2026,
publisher = {Logos Verlag Berlin},
volume = {17},
number = {1},
pages = {50-55},
author = {Sandra Griffel, Charlotte Block},
title = {From Service Blueprints to Transformation Blueprints: Adding diagnostic and orchestration layers for AI integration},
journal = {Touchpoint - From AI to Synthetic Services}
}
Abstract
Customer service teams are flooded with repetitive queries, while complex cases requiring empathy and judgement suffer. AI can help take care of the repetitive queries, yet risks eroding human connections with customers. This article presents a four-step approach by which service designers can extend service blueprints to identify automation opportunities with front-line teams, so that AI handles routine tasks while safeguarding relationships and expertise.
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